ASSESSMENT OF QUALITY OF CARE AND PATIENT SATISFACTION AT A TERTIARY CARE HOSPITAL ISLAMABAD

Abstract

Background: Patient satisfaction is a critical multi-dimensional indicator of healthcare quality, influenced by factors such as communication, staff behavior, and facility conditions. In low- and middle-income countries like Pakistan, understanding these determinants is essential for improving health system performance.

Objective: This study aimed to assess the quality of healthcare services and identify key factors influencing patient satisfaction at a tertiary care hospital in Islamabad, Pakistan.

Methods: A mixed-methods, cross-sectional study was conducted over three months.. Quantitative data were collected via a structured questionnaire from 300 patients and analyzed using descriptive and inferential statistics in SPSS. Qualitative data were gathered through 15 in-depth interviews and analyzed thematically using NVivo.

Results: Quantitative findings revealed generally high overall satisfaction (85%), strongly correlated with staff courtesy and respect (91% satisfied) and clarity of communication (88% satisfied). Cleanliness (82%) and medicine availability (76%) also had a moderate impact, while longer waiting times were associated with lower satisfaction. Qualitative analysis identified empathy, trust in medical staff, respectful treatment, and care coordination as central themes influencing patient perceptions. Positive emotional interactions significantly boosted satisfaction, whereas interdepartmental coordination was a noted area for improvement.

Conclusion: The study concludes that interpersonal factors, particularly respectful communication and empathy, are paramount drivers of patient satisfaction. While satisfaction levels are high, systemic improvements in reducing waiting times and enhancing care coordination are recommended. Integrating patient feedback into healthcare planning is crucial for enhancing service quality and patient outcomes.